Bigo Unofficial Support Portal

Purchased diamonds and haven't received them?
If you haven't received your Bigo diamonds, first check your in-app wallet and transaction history for pending statuses. If they are still missing after a few minutes, try refreshing the app by pulling down on the screen or clearing the cache in your phone's settings, then restart the app or your device. If the diamonds still haven't appeared, contact Bigo support with your order number, transaction ID, and screenshots of your payment confirmation.

Why can't I purchase Diamonds?
If you cannot top up on Bigo, try restarting the app, checking your internet connection, and verifying your payment details like funds, expiry date, and CVV. Other common solutions include updating the app, clearing the cache, logging out and back in, or trying a different payment method, such as PayPal or carrier billing. If problems persist, contact Bigo's support team with your transaction details.

Basic troubleshooting steps
Restart and refresh: Close the app completely, wait a few minutes, and then relaunch it. Also, try refreshing the wallet history in the app.

Check your network: Ensure you have a strong and stable internet connection, preferably a reliable Wi-Fi signal.
Update the app: Make sure you have the latest version of Bigo installed from the App Store or Google Play.
Clear the cache: Clear the app's cache through your device settings to resolve any potential glitches.
Log in again: Log out of your Bigo account and then log back in to ensure you are in the correct one.

My Bigo account is frozen. What do I do?
If your BIGO account is frozen, first try logging out and back in, clearing the app's cache, and checking for app updates. If the issue persists, it's likely due to security flags or policy violations, so you must contact BIGO support with your account details to verify your identity and understand the reason for the freeze.

Initial troubleshooting steps:
Log out and back in: A simple refresh of your account data can sometimes resolve the issue.
Clear the app's cache: Corrupted data can cause glitches. Go to your device's settings, find the BIGO app, and clear the cache.

Update the app: Ensure you are using the latest version of the BIGO Live app to avoid bugs and glitches.
Reinstall the app: If clearing the cache doesn't work, uninstalling and reinstalling the app may fix any installation errors.

Restart your device: This can help clear system-level resources and refresh the app's connection.

If the problem continues
Contact BIGO support: This is the most crucial step. Go to your profile, navigate to "Customer Service" or "Help & Feedback," and submit a ticket with your BIGO ID and a detailed explanation of the problem.
Check for notifications: Look for any emails or in-app messages from BIGO explaining the freeze. They may contain instructions or a link to appeal the action.

Verify your identity: BIGO support may require identity verification. Be prepared to provide the necessary information to prove you are the account owner.
Avoid suspicious activity: Do not attempt to log in multiple times in a row, as this may extend the freeze. Also, avoid using third-party apps or VPNs that might trigger security flags.

Why can I only recharge using Google Wallet?
You may only be able to recharge with Google Wallet on Bigo because your location, app version, or device settings are limiting the available options. The app prioritizes the payment methods most common in your region, and for Android devices, this often defaults to Google Play/Wallet for in-app purchases. To see more options, try updating the Bigo app, checking for regional payment options on the Bigo website instead, or ensuring your Google account and payment methods are correctly configured.

Reasons for limited options:
Regional restrictions: Bigo prioritizes payment methods popular in your specific country or region. On Android, Google Play/Wallet is the default in many locations.

App limitations: You may be seeing a limited set of options due to an older version of the app or app-specific constraints.

In-app vs. website: The in-app experience is designed for convenience and speed, which often means fewer payment choices compared to the official Bigo website.

How to see more payment options
Update the app: Ensure you have the latest version of the Bigo Live app installed from your official app store.
Use the website: For more options, try recharging through the official Bigo website, as it may offer different payment methods, such as credit/debit cards or PayPal.

Check your Google account: Make sure your Google account has valid payment information and sufficient funds.
Verify region and currency: Double-check that the currency and region settings in both your Bigo account and your Google account are correct for your location.

Clear cache or reinstall: If you're still seeing limited options, try clearing the app's cache or reinstalling the app

My Bigo diamonds/beans disappeared. What do I do?
If your Bigo diamonds have disappeared, first try refreshing your wallet, logging out and back in, clearing the app's cache, and updating the app. If they still don't appear after a few minutes to an hour, check your payment history and contact Bigo support with your ID and transaction details to report the issue.

Initial troubleshooting steps
Refresh and relog: Go to Me > Wallet and pull down to refresh. Then, try logging out and logging back into your account.

Clear cache:
Android: Go to your phone's Settings > Apps > BIGO > Storage and select Clear Cache.
iOS: Go to your phone's Settings > General > iPhone Storage > BIGO and select Offload App (this will not delete your data). Then reinstall it.

Update the app: Make sure you have the latest version of the Bigo app installed from your app store.
Check network: Switch between Wi-Fi and mobile data to see if that resolves the issue.
What to do if the problem continues

Verify the transaction: Check your bank or app store transaction history to confirm the purchase was completed. Look for a successful transaction ID and make sure it wasn't just a pending hold.

Contact Bigo support:
Go to Me > Feedback or use a support email like feedback@bigo.tv.
Provide your Bigo ID, transaction ID, screenshots of the purchase, and the exact time of the transaction.
Mention any error messages you received during the purchase.

Contact your payment provider: If you are certain the money was taken but the diamonds never appeared, you can also open a dispute with your bank or credit card company.
This video explains how to recover your Bigo

Under what circumstances will I be banned on Bigo?
You can be banned on Bigo for violating community guidelines, such as creating inappropriate content (including nudity or suggestive material), engaging in harassment, and spreading malicious links. Other circumstances include using third-party apps, suspicious account activity, or having poor internet connectivity, which can lead to temporary bans.

Common reasons for a ban
Inappropriate or explicit content: This includes nudity, suggestive touching, or any behavior that focuses on sensitive body parts.

Illegal or harmful content: Promoting illegal activities or showing content that exploits minors will result in immediate and severe bans.

Misinformation: Sharing malicious links or spreading false information is against the rules.

Harassment and abuse: Any form of harassment or abuse towards other users is prohibited and can lead to a ban.

Suspicious activity: Unusual login attempts or using third-party apps to manipulate the platform can trigger a ban.

Poor connectivity: Being offline for too long, or having a poor internet connection, can also lead to a ban.

How to avoid being banned
Follow the community guidelines: Be mindful of what you are doing and what your body language is conveying.

Use a strong password and avoid third-party apps: Regularly update your app and secure your login information.

Maintain a stable internet connection: Make sure you have a stable internet connection to avoid being disconnected.

Report any suspicious activity: If you see any suspicious activity on your account, report it immediately to Bigo support.

Stay interactive: Don't stay silent for too long during an audio-only live stream, as this can be seen as inactivity and can result in a ban.

What to do if you are banned
Review the community guidelines: Check the platform's community guidelines to understand why you were banned.

Contact support: Contact Bigo support to clarify the ban and appeal it if you believe it was a mistake.
Avoid creating a new account: Do not create new accounts, as this can lead to further bans.

Can I use the Bigo Live logo as my profile pic?
Unfortunately, Bigo prohibits usage of their official logo as part of a user's account information without prior approval. If you use Bigo's logo as a avatar, Your rights to post a profile photo will be banned.

A user is harassing me. What do I do?
If you are being harassed on Bigo, you should immediately block the user, report them through the app's built-in reporting tool, and save evidence of the harassment. If the harassment continues or the platform's response is unsatisfactory, consider reporting it to an external organization like Report Harmful Content.
On Bigo
Block the user: Prevent the harasser from contacting you further by blocking their account.
Report the user: Use Bigo's in-app reporting tool to report the harassment directly to the platform.
Document everything: Take screenshots of the harassment for your records.
External reporting
Report harmful content: If you don't get a good response from the platform, or the harassment continues, report it to Report Harmful Content.
Check platform settings: Review Bigo's privacy and safety settings to ensure your account is as secure as possible.
Important considerations
Do not engage: Do not get into an argument with the harasser. This can escalate the situation.
Delete sensitive information: Only delete comments if they contain personal or sensitive information. Deleting comments can sometimes prompt the abuser to post more frequently.

What is a PK?
A Bigo PK is a real-time competition between two streamers on the Bigo Live app, where viewers vote for a winner by sending virtual gifts. The term "PK" can stand for "Player Knockout" or "Performance Knockout". The streamer who receives more virtual gifts during the competition is declared the winner and receives rewards, while the loser may have to receive a punishment.

How it works
Competition: Two streamers go live simultaneously in a competitive mode.

Voting: Viewers participate by sending virtual gifts, which have a corresponding value in "beans" for the streamer.

Winning: The streamer with the higher total value of gifts at the end of the timed battle wins.

Rewards/Punishments: The winner earns rewards, and the loser may face a pre-determined punishment.

Strategic elements: Advanced strategies often involve the timing of when gifts are sent to create momentum and increase chances of winning, especially in official PKs with higher stakes.

I can't receive notifications from Bigo Live
To fix not receiving Bigo Live notifications, check your phone's settings to ensure notifications are enabled for the app, verify that "Do Not Disturb" is off, and make sure you have the latest version of the Bigo Live app. If the issue persists, you may also need to adjust settings within the Bigo Live app itself.

On your phone's system settings
iOS: Go to Settings > Notifications > Bigo Live and make sure Allow Notifications is toggled on.

Android: Go to Settings > Apps & notifications > Notifications > App settings and ensure notifications are on for Bigo Live. You can also check Settings > Apps & notifications > Recent sent and enable push notifications for Bigo Live if they have been turned off.

Disable Do Not Disturb: Make sure that Do Not Disturb mode is turned off on your phone.
In the Bigo Live app

Within Bigo Live: Check the notification settings inside the app itself to ensure you have the correct types of alerts enabled.

Update the app: Make sure you have the most recent version of the Bigo Live app installed from your device's app store.

Other potential solutions
Restart your phone: A simple restart can often resolve temporary glitches.

Clear the app cache: If you are using an Android device, try clearing the app's cache in your phone's Settings menu under Apps or Apps & notifications.

Check your data and power settings: On Android, check to make sure that power or data saver settings aren't preventing Bigo Live from running in the background to retrieve notifications.